Part-Time 211 Navigator: Multi-Program Help Desk

United Way; Cleveland (OH); On-site; USD 22,000 - 33,000; Part time

Job summary

United Way in Cleveland, OH is seeking a part-time 211 Multi-Program Contact Center Navigator to provide centralized support across funded programs. The role uses information and referral practice to collect caller data, assess eligibility, and connect callers with appropriate resources across multiple systems.

Training is paid and conducted Monday through Thursday, with evening sessions 5:00 p.m.–10:00 p.m. Total weekly training hours up to 19.75.

Qualifications

• Minimum High School diploma or equivalent.
• At least one year of relevant experience.
• Experience in health and human services or community-facing service fields preferred.
• Excellent oral and written communications skills.
• Ability and willingness to learn multiple program-specific data or case management systems.

Responsibilities

• Responds to inquiries using established policies and procedures for the assigned program.
• Learns and navigates the data/case management systems required by each program.
• Uses customer service techniques to collect information, assess needs, and determine eligibility.
• Documents findings accurately and screens callers against eligibility criteria.
• Escalates issues to Lead Specialist or manager as needed.
• Maintains confidentiality and handles sensitive information appropriately.

Skills

Customer service

Analytical thinking

Problem solving

Communication

Education

High School diploma

Job description

United Way in Cleveland, OH is seeking a part-time 211 Multi-Program Contact Center Navigator to provide centralized support across funded programs. The role uses information and referral practice to collect caller data, assess eligibility, and connect callers with appropriate resources across multiple systems.

Training is paid and conducted Monday through Thursday, with evening sessions 5:00 p.m.–10:00 p.m. Total weekly training hours up to 19.75.